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Research & Resolution Associate I

Location: No City, TX, United States
Req ID: 015905

Job Description


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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Research and Resolution Associate receives, investigates, resolves and responds to borrower’s direct and indirect disputes. The success of this very compliance critical function depends on a good understanding of upstream originations and servicing processes, credit reporting processes and procedures, as well as a thorough knowledge of the credit reporting systems used to execute on any adjustments necessary, based on our credit investigations.


  • Read and understand correspondence and communications received directly and indirectly from borrowers.
  • Identify root cause of the dispute or inquiry from the borrower.
  • Complete investigations of credit disputes.
  • Understand what internal and external systems that need to be used to research the dispute.
  • Interact with internal departments, vendors, prior servicers, taxing authorities, credit reporting agencies, and customers, etc. to obtain further information about the root cause issues.
  • Interact with other departments and external entities to identify resolutions and, in some cases, execute adjustments on their loan.
  • Writes a resolution letter for the borrower/requester and send it to then via mail, e-mail, fax, etc.
  • Log activity in our host systems, as well as track production.
  • Uploads all documents used, as well as the resolution letter to our host systems.
  • Occasionally contacts borrowers by phone to collect missing documentation or resolve escalated issues


  • Good written and verbal communication skills.  
  • A good working knowledge of LSAMS preferred
  • Prior experience or certification credit reporting, modifications, and/or bankruptcy preferred
  • Ability to prioritize work items and plan for future activities
  • Proficient in Microsoft Office Word
  • Ability to work independently
  • Good phone communication skills and ability to handle emotional behavior


  • Bachelor's degree or equivalent work experience, required
  • Prior Customer Service experience, preferred
  • 1-2 years prior mortgage servicing or credit reporting experience required
  • Working knowledge of e-Oscar would be ideal

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:


Job Category:


Primary Location City:

No City

Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:


Additional Posting Location(s):

Home - Nebraska

Alternate Requisition:


Pay Range: $38,000.00 - $45,000.00 - $53,000.00


Responsible for assisting with data integrity of the Metro II file, and is the contact for in-house counsel; assisting with litigation questions on credit reporting.
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Research & Resolution Associate I

No City, TX, United States

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